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A Customer support And serviCes publiCAtion | issue 26 First QuArter 2014

The embraer advanTage

http://embraerexecutivejets.com


A Customer support And serviCes publiCAtion | issue 26 — First QuArter 2014 | pAGe 1

Welcome to the new year! this will be the eighth year that we share with you our vision, achievements, and plans to better serve you, through this newsletter. With the new year, we are moving to a new format, which will offer a more flexible layout in a new visual style.We especially enjoy bringing you news on improvements to our support and services, but most of all, we really appreciate sharing your stories on how you are enjoying your aircraft! in this edition, Jay Obernolte narrates his exciting adventure at the National Championship Air Races, flying his own phenom 300.this will be a special year for our legacy 500 customers, and we are eager to welcome those who are new to the Embraer Executive Jets family. We are also thrilled to be adding this fantastic midsize jet to our fleet, and we are making all preparations to fully support the Legacy 500 entry into service.We are also elated with the positive feedback received through the product support surveys this year as well as from our Embraer Experience survey. We are grateful for all your recommendations, which help us continue to improve our support, our services, and above all, your flight experience.Thank you for the privilege of supporting you on your journeys, and on behalf of our global customer support and services team,

i wish you a successful 2014.

edson Carlos mallacovice president, Customer support and services, Embraer Executive Jets

greeTings from mallaco

Customers’ eventsAchievementstrainingCustomer’s view service solutionsGreetings inside the Customer support teamindexGreetings




Greetings From mallaco page 1

Customer’s view At the national Championship Air races with the phenom 300 page 3

service solutions AHeAd Gains support for the legacy 500 and legacy 450 page 6

training Phenom: The Total Training Experience page 7

Achievements Asia Pacific: All in a Day’s Work page 9

inside the Customer support team ricardo bechara page 12

Customers’ events eeoC overview / upcoming events page 14

index

Customers’ eventsAchievementstrainingCustomer’s view service solutionsGreetings inside the Customer support teamindexindex




for the last 19 years, Jay obernolte has lived in big bear lake, california, located at nearly 7,000 ft. elevation in the san bernadino mountains, northeast of los angeles. over 25 years ago, Jay started farsight studios, a videogame development company that makes games for the Playstation4, xbox, and Wii-U, as well as iPhones, android phones, and tablet computers. active in politics, Jay also serves as the mayor of the city of big bear lake.

Q: What was it like to fly your Phenom 300 as the pace plane for the national Championship Air races?

i have attended the reno Air races as a spectator for many years- it’s one of the events I always look forward to. I never imagined I’d be a part of it! Every race class at reno needs a pace plane to lead the racers onto the race course. the pace plane is usually not a race plane- ideally the pace planes are larger (so they can easily be seen when the racers form up on them after takeoff) and more stable (to make flying formation on them easier). The pace plane also needs to have excellent visibility from the cockpit (since the race coordinator normally sits in the copilot seat). In the case of the Jet class, the pace plane also needs to be FAst. Although the unlimited piston class gets the

most attention, the Jet class is actually the fastest class at reno, and the release speed for the Gold Jet heats can be as fast as 320 knots. The Phenom 300 meets all of these requirements perfectly!

In 2013, the Jet class was looking for a new plane to use as the pace plane and thought that the phenom 300 would be perfect. They asked if anyone knew of a phenom 300 owner/pilot who might be interested in flying at Reno, and my name came up!

Anyone who flies on the race course at Reno is required to pass the Pylon Racing Seminar (PRS). This includes the pace pilots, so in June I flew to Reno to attend the class. I also flew several simulated pace heats with the president of the Jet Class. the phenom 300 performed splendidly as a pace plane (and I passed the course) so we were all set for the races last september!

most people are surprised to learn that the phenom 300 (with its powerful turbofans) accelerates much faster than the race planes (some of which have turbojet engines, and all of which are tuned for top-end speed, not acceleration). Immediately after rotation we must

cUsTomer’s vieW | aT The naTional chamPionshiP air races WiTh The Phenom 300

Jay Obernolte and his Phenom 300(continued)

Customers’ eventsAchievementstrainingCustomer’s view service solutionsGreetings inside the Customer support teamindex Customer´s view




reduce power substantially to allow the racers to catch up! We fly a pre-briefed course after takeoff, and the racers join up on the pace plane in an echelon formation (with the pole position plane just off the wing of the pace plane). By the time we come around Peavine Mountain (due west of the airport) all of the racers should be in formation. We then call race Control and ask for the race course to be released to us. We start a decent as we turn in towards the course, and the race coordinator calls for the racers to move into line-abreast formation. the planes are now “in the chute”—line-abreast, wings level, accelerating, and descending towards the race course. the race coordinator’s job is to keep the racers exactly lined up (no one in front, no one behind) so that the start of the race is fair. The pace pilot’s job is to lead the field so that the racers arrive at the first pylon at exactly the right altitude, airspeed, and alignment. if the race coordinator approves, he makes the traditional radio call “Gentlemen, you have a race!” the pace plane then pulls up and orbits several thousand feet above the race course as the race progresses. if a problem arises with any of the race planes during the race the pace plane and race coordinator lend assistance. After the race, as the race planes are landing, we usually

make a high-speed pass in front of the crowd to show off the beautiful lines of the phenom 300!

Q: What’s your background? And in aviation?

I have been flying for over 20 years. I hold an Airline Transport Pilot’s license as well as commercial ratings for helicopters and seaplanes. I am also a flight instructor, and I specialize in training students for their type-ratings in the phenom 300.

my involvement with politics actually started with aviation- i campaigned for and was elected to the board of directors of the big bear City Airport, and i served on the Board for 5 years (and was President for 3).

Q: How did you first become involved with embraer?

Shortly after Embraer first announced the Phenom program i ordered both a phenom 100 (because it would be certified first) and a Phenom 300. I was invited by embraer to represent the owner-pilot demographic on the man-machine interface committee

aT The naTional chamPionshiP air races WiTh The Phenom 300 (conTinUed)

(continued)Phenom 300 at the National Championship Air Races





during the development of the phenom 300, and i made periodic trips to Brazil for these meetings as the plane was developed.

Q: When did you fly the Phenom 300 for the first time?

I flew the Phenom 300 demonstrator when it made its first trip to the United States, and I was the first person to land a phenom 300 in big bear!

i love the phenom 300! i am type-rated in nearly all of the single-pilot jets, and i can say without exaggeration that the Phenom 300 is the ultimate owner-flown airplane. It does everything well: it has a great cabin, fantastic takeoff performance (even when high-and-hot), incredible climb performance, it’s fast, it has great range and impressive fuel economy, and it lands short. I also think that it’s one of the best-looking planes ever made!

Q: What has your experience as an embraer customer been like?

I like that Embraer is very concerned with establishing relationships with their customers. You can tell that they view this as much more than simply selling an airplane; they are clearly committed to supporting their customers over the entire life of the aircraft.

My plane has been so reliable that I haven’t needed much support! When I have needed it they’ve always done everything possible to get me back in the air quickly.

Every year Embraer’s support seems to get better!

vAle’s FliGht operAtions: intense And reliAble

Vale, a global mining company with headquarters in Brazil, began its corporate flight service in 2006, operating the 29-passenger turbo-prop Embraer Brasilia (EMB 120) to multiple company sites throughout Brazil.

An erJ-145 shuttle, for up to 50 passengers, was introduced into the fleet in 2007 to support its operations in Carajás, and is currently operating in Mozambique, Africa. Vale also has a Legacy Shuttle with a 16-passenger configuration to serve other flight routes.

Vale’s accelerated expansion rate further drove flight operations requirements, which were met by the introduction of the 80-passenger E-190 Shuttle into its corporate fleet. Since beginning service in May 2012, Vale has flown the e-190 shuttle an average of 1200 hours per year, with a 100% operational reliability.

“Vale is very satisfied with its operation of the EMBRAER 190 shuttle. i am impressed with the convenience and reliability of the aircraft, it corresponds our business demands on the daily operations,” said edison loredo, maintenance manager.

Vale’s jets have transported around 100,000 employees between destinations throughout Brazil and Guinea, Africa. At its remote site of Carajás, in the Brazilian state of Pará, Vale flies employee’s relatives in for weekends to promote a qualitative family life.

aT The naTional chamPionshiP air races WiTh The Phenom 300 (conTinUed)





the new AHeAd solution was architected to support the Legacy 500 and Legacy 450 executive jets, and enabled phenom 300 and phenom 100 customers to migrate to the this latest version. Since the first flight of the first Legacy 500 prototype, Customer Support and Services has acted as the first customer and deployed the new AHeAd solution to validate onboard aircraft systems integration, and to ensure that customer support engagement in unscheduled events is agile, comprehensive, and effective.

AHEAD delivers optimized maintenance and operational support through the integration of onboard aircraft systems, technical publications, and maintenance tracking system. AHEAD enables expedited return to service through up-to-date information available to maintenance teams, Service Center network and Embraer Contact Center. AHEAD’s in-flight advanced notification ensures effective troubleshooting, supported by prompt 24/7 customer support.

the advances in AHeAd deliver performance improvement, leveraging a state-of-the-art technological platform to provide full access to service through mobile devices and seamless integration with CAMP, Embraer’s preferred maintenance tracking provider.

“We are prepared to support the entry into service of the Legacy 500 and Legacy 450 executive jets,” said Edson Carlos mallaco, vice president, Customer support and Services - Embraer Executive Jets. “And we are thrilled to further enhance the support for our phenom customers. We will continue to advance our support and service solutions to ensure that our customers experience the best operational support.”

service solUTions | ahead gains sUPPorT for The legacy 500 and legacy 450

New AHEAD System

Customers’ eventsAchievementstrainingCustomer’s view service solutionsGreetings inside the Customer support teamindex service solutions




in the past year, eCts focused on improving our customer satisfaction scores in the categories of: Instructor Knowledge, Content Quality, Booking and training devices. the recent highlights of ourachievements have been incorporating the eCts pilot training manuals, training equipment Updates (Brake & BCU-5: Mechanical and Toe Brake Modification); the ECTS App and iPad implementation, and updating and improving the classroom presentations. our 2013 survey results were very encouraging, as we are continuously trending in the right direction.

our 2014 mandate is to continue improvements in all these areas and to provide a “total training Experience” to the ECTS Phenom Pilot. The Total Training Experience incorporates the following elements: Disciplined approach to flying, added emphasis on Crew/single pilot resource management, checklist discipline, scenario-based training to simulate realistic flying environments and technically advanced classroom instruction. the advanced classroom instruction will incorporate the CAe simFinity virtual Simulator (VSim). The VSim will be introduced into

the classroom at all three training center locations (DFW, UK, Brazil) by this March. This technology utilized the same software used in the Level D-Full Flight simulators. vsim provides the pilot and maintenance client with an animation of all the cockpit instrumentation functionality and how it correlates to the respective schematic system flows.

We are also enhancing our clients training experience by offering our clients a wide variety of options, (Emergency procedures training, Hypoxia, RVSM, CRM, etc.). These services will be conducted through our partnerships with other leading training providers. ECTS has also initiated customization training for our clients by providing specific scenarios in the simulator and incorporating Company specific documents (SOP’s, Flows, etc.) in the ECTS Pilot training manual. our goal is to fully support our clients by providing the best training possible, ensuring everyone is flying safely.

ECTS has also been working closely with Embraer to provide client training on the new aircraft options. the following are the differences course available

Training | Phenom: The ToTal Training exPerience

Phenom Full Flight Simulator(continued)

Customers’ eventsAchievementstrainingCustomer’s view service solutionsGreetings inside the Customer support teamindex training




to support these options: EMB-505 Garmin 1000 & Garmin Prodigy Touch Differences. The one day course consists of three hours of classroom presentation highlighting the differences and then a two hour familiarization utilizing a Prodigy touch desktop trainer. EMB-500 TAWS-A TCAS II RALT XPDR differences, which consists of a one hour classroom presentation. the emb-500/emb-505 Common type rating and Differences course, ECTS is awaiting the regulatory authorities (FAA, EASA, ANAC) final training approval recommendations. the course will be available immediately upon this approval. eCts is planning to incorporate by Q1-2014, the following updates to the all the flight simulators in the ECTS network: Phenom 300-Synthetic Vision; Phenom 300- Full Flaps; and Phenom 100-Emergency Parking Brake. Q2-2014, scheduled is the Phenom 100-Speed Brakes Ground Spoilers; Q3-2014 Garmin Update 6X; Controller Pilot Direct Link Communication (CPDLC) and Phenom 300- Steep Approach.

Phenom: The ToTal Training exPerience (conTinUed)

Phenom Full Flight Simulator

Customers’ eventsAchievementstrainingCustomer’s view service solutionsGreetings inside the Customer support teamindex training




achievemenTs | asia Pacific: all in a day’s WorK

Driving excellence in Asia Pacific with the right balance of a focus on customer satisfaction, teamwork and continuous improvement.

There is hardly a quiet day for the Embraer Executive Jets customer support team in Asia Pacific. The team is responsible for providing support to the region’s fleet of Embraer Executive Jets and ensuring a high level of customer satisfaction that exceeds expectations. The results of the 2013 Embraer Experience Survey showed that the team did just that – customer satisfaction in Asia Pacific region was highly rated.

The Customer Support organization in Asia Pacific currently comprises of a network of 11 authorized service centers located in Singapore, India and Australia and the organization structure includes departments such as Field and technical support, material support, service sales and Contract Administration. the team is led by Andre sousa, director of Customer Support and Services in Asia Pacific.

“Our aim is to keep our Embraer Executive Jets customers happy with the support they receive,” says Andre sousa. “We are there for the customer over the long-term and we pride ourselves on being responsive to their requests, and being able to anticipate issues before they develop.”

What is unique about the Asia Pacific region is the diversity of the region and the multicultural landscape – from India to Indonesia, Australia to taiwan. the way to handle customer support matters can be very different from one country to another.

(continued) Delivering customer satisfaction across the region: The Asia Pacific customer support team

Customers’ eventsAchievementstrainingCustomer’s view service solutionsGreetings inside the Customer support teamindex Achievements




asia Pacific: all in a day’s WorK (conTinUed)

to ensure that they are close to the customer, the support team are spread across the region, in countries like Singapore, Australia and India. Despite being miles away from each other, Andre sousa, believes that it is critical for the team to stay aligned with a clear, common vision of the team’s mission.

“We have a multi-cultural team across the region who have deep local knowledge and understanding of how best to address a customer support matter quickly and efficiently,” commented Andre. “In spite of our distance, it is important for us to have strong teamwork and be united in our goals and targets. That is key to keeping us aligned and focused on the company’s mission and vision.”

It is this team work and determination to strive for customer excellence that gave the team a high rating of 72% (Net Promote Score) in the 2013 Embraer Experience Survey – a survey that is taken by all Asia Pacific Embraer Executive Jets customers and operators. The 2013 rating reflected a 93% rise in the Asia Pacific customer support and services net promote score in comparison with the region’s 2010 results.

Embraer and Hawker Pacific Kaizen

Continuous improvement

In July 2013, Embraer Asia Pacific Customer Support and Services Team successfully completed the first Kaizen between Embraer and an Authorized Service Center – Hawker Pacific Singapore. The objective of the Kaizen was to reduce expenses and improve efficiency of the Warranty and services Claim process.

With teams from both companies participating in a joint session using the ‘Kaizen’ methodology, the teams were able to identify the elements of each individual process that were key in determining results. With the critical steps identified and a common goal in mind, the Kaizen team members were able to develop a more streamlined process that led to the achievement of the goals of the Kaizen session.

Not only did the Kaizen result in an improvement in processes, it also gave the opportunity for both companies’ teams to know each other better, which also helped with team work and improved productivity.

(continued)





updAtes – neW embrAer serviCe Center in brAZil

Operations have begun at the new Embraer Executive Jets service center in Sorocaba, Brazil, a major industrial and technological pole in the State of São Paulo, about 50 miles west of the state’s capital, São Paulo.

In October 2013, Embraer received certification from ANAC (Agência Nacional de Aviação Civil), the Brazilian civil aviation authority and in november, embraer commenced mro operations at the new facility, and has since supported over 20 phenom customers with maintenance services. once fully operational, the service center will provide mro services to Legacy and Lineage customers as well. The Sorocaba facility will be a base for field service representatives, and will also become an interior refurbishment and component repair center.

The range of FBO (Fixed Base Operator) services will gradually broaden throughout the first quarter of 2014, as hiring and training activities ramp up, and flight planning service providers are integrated. FBO services will also be offered to customers with business aircraft made by other manufacturers.

in early december, embraer received the investe são paulo Award, in recognition of its project economical and technological importance.

Current Status – Sorocaba Service Center Investe São Paulo Award

asia Pacific: all in a day’s WorK (conTinUed)

Commenting on these positive results, bruno visoto, Customer Account manager said, “i was so happy to see that our ratings have risen so well. I’m proud that our teamwork and hard work have paid off and the positive results have motivated us to do even better.”

Looking ahead, the work does not stop for the team as they work to provide better support for customers and the growing fleet in the region.

In preparation of the Legacy 500’s expected entry into service in the first half of 2014, the Embraer Executive Jets customer support and services team have signed a memorandum of understanding with indamer, Hawker Pacific and Execujet, Embraer’s authorized service centers in india, southeast Asia and Australia to expand their capabilities and provide maintenance services for the legacy 500.





inside The cUsTomer sUPPorT Team

interview: ricardo bechara

Title: field support & engineering manager – europe, middle east & africa

ricardo has lived in eight cities in three countries since leaving his hometown of Novo Horizonte, a small village in the countryside of the state of são paulo, in Brazil. New cultures, new languages, and new challenges are always a motivation to him. in his free time, he thoroughly enjoys travelling with his wife and four year old son. We caught up with him at his current base, in le bourget, France, to learn more about his journey supporting embraer customers.

Q: What is your role in Customer services and support?

my primary objective is to ensure that the Field support representatives are well established, capable, and available to provide a high level of support to our customers as liaisons with embraer, service providers and suppliers. Our reps keep a close and strong relationship with our customers and have a clear understanding of their operational requirements, which enables prompt and effective responses and minimize any unscheduled aircraft unavailability.

Q: how long have you been at embraer? And in Customer support?

I’ve been with Embraer since the first flight of the E170 Commercial Jet, on February 18th 2002. i started my embraer career in supplier Quality, and moved to Customer support in 2008.

My experience in customer support began with the development of new business and support solutions for the Air Forces and government. i moved to France in 2011 to take on the role of Customer Support Manager for Embraer’s Defense business, providing support to government transport customers. During this time, I’ve had the privilege of dealing with several countries and cultures in europe, north and south America, Africa, and the middle east.

Q: Where did you receive your training and education to prepare you for this job?

i graduated in mechanical and production engineering from Faculdade de Engenharia Industrial (FEI), and i hold a master of business Administration from Fundação Getúlio Vargas (FGV), both in São Paulo, Brazil.

(continued)Ricardo Bechara

Customers’ eventsAchievementstrainingCustomer’s view service solutionsGreetings inside the Customer support teamindex inside the Customer support team




inside The cUsTomer sUPPorT Team (conTinUed)

Q: What do you enjoy most about your job at embraer?

The business aviation market expects high quality support, demanding tailor-made solutions. the most enjoyable part of our job is when we identify specific needs, and share these with our big embraer family. We then build the solution as a team, and enjoy the delivery of a delightful solution to our customer. our sense of fulfillment is even greater when a standards improvement is required, which drives us to achieve an even higher level of support.

Q: What, if any, are the challenges you and your team face daily and will face with the new models of business jets entering service in the near future (legacy 450 and legacy 500)?

our territory is vast and diverse with many different cultures and countries, each with its own legislation and policies. supporting customers across such diversity is where the challenge lies. However, our Field Support Engineers are highly qualified, capable, and efficient, and they provide excellent support to our customers in even the most challenging scenarios.

The new Legacy 500 midsize jet arrives in our region this year, and will bring an extra flavor to our fleet, which already has all three Embraer Executive Jets aircraft platforms (lineage 1000, legacy 600/650, and Phenom 100/300). We will also welcome the NetJets Phenom 300 Signature Series fleet to our region, which will be a very enjoyable challenge, too.

FIRST FLIGHT LEGACY 450 - DECEmbER 2013

Embraer Executive Jets’ newest aircraft, the Legacy 450, made a successful first flight in 28 december, 2013. embraer test pilots eduardo Camelier and Eugênio Cará, supported by flight test engineer Carlos Kobayashi, flew the aircraft for one hour and thirty-five minutes, conducting the evaluation of handling and performance characteristics.

The maiden flight covered a significant range of the flight envelope and allowed for a variety of inflight systems tests, benefiting from an advanced campaign of flight simulations and extensive ground tests. “The flight was a success,” said Capt. Camelier. “The full fly-by-wire system, with side stick flight controls, made the flight very smooth. With the advanced avionics suite, the aircraft operation was very easy and intuitive.”

From L-R: Test Pilot Eugênio Cará, Flight Test Engineer Carlos Kobayashi and Test Pilot Eduardo Camelier

Legacy 450 - First Flight

Customers’ eventsAchievementstrainingCustomer’s view service solutionsGreetings inside the Customer support teamindex inside the Customer support team




each eeoC promotes integration among customers, embraer teams, service center teams and suppliers, covering a range of topics from support, services, and logistics to program development, with in-depth technical, maintenance, and flight operations insights through interactive workshops and panel sessions.

Attendees of the EEOC held in Jakarta in October enjoyed a special opportunity, experiencing the benefits of the fly-by-wire technology of the legacy 500 and legacy 450 through a mobile simulator.

Attendance at eeoCs in 2013 continued to grow, and totaled about 400 customers and operators for the year. Customer interactions with each other and with our Customer support and services team have proven to greatly contribute to the continuous improvement of the quality of customer operations.

With more than 700 embraer business jets operating worldwide, these operator sessions have become increasingly important. “the more familiar we become with each other and with the issues we face, the more resources we are able to develop to address our challenges”, says edson Carlos mallaco, vice president, Customer support and Services – Embraer Executive Jets.

EEOCs 2014 to start in April, see details on the next page.

� 19 Global events

� 10 Conferences

� 9 mini Conferences

� 400 Customers & Operators

� Customer support teams

� service Center teams

� major suppliers

cUsTomers’ evenTs | aT a glance: embraer execUTive oPeraTors conference

Customers’ eventsAchievementstrainingCustomer’s view service solutionsGreetings inside the Customer support teamindex Customers’ events




publisher: elaine moreira da silvaCollaborators: Aliona Groh, André Sousa, Daniel Bachmann, Diana Alvarez, Marcelo Araújo, Nilma Boissac,

Rogéria Franco, Sérgio Cunha and Walter Slazyk (ECTS)Art direction: dan meneely Contact us: [email protected]

singapore AirshowFebruary 11-16singapore, singapore

Abu dhabi expomarch 4-6Abu dhabi, uAe

Aero expo mexicomarch 6-8 Toluca, Mexico

india Aviation Airshowmarch 12-16 Hyderabad, india

eeoC paris - embraer executive operators Conference legacy and phenomApril 2-3 paris, France

eeoC brazil - embraer executive operators Conference phenomApril 16 Florianópolis, Brazil

eeoC brazil - embraer executive operators Conference legacy and phenommay 13-14 São Paulo, Brazil

eeoC usA - embraer executive operators Conference legacymay 27-29Fort lauderdale, usA

to learn more about embraer executive Jets’ participation at air shows and events, please visit embraerexecutiveJets.com

cUsTomers’ evenTs | UPcoming evenTs

embrAer exeCutive Jets online store

Your one-stop-shopping site

From aircraft models to the latest fashion gear, the embraer Executive Jets Online Store has it all. Check out the large selection of branded items you’ll want to illustrate the pride you have in owning an embraer Executive Jets aircraft.

visit at www.EmbraerExecutiveJets.com and click the “Embraer Executive Jets Store” link on the top right of the page.

Customers’ eventsAchievementstrainingCustomer’s view service solutionsGreetings inside the Customer support teamindex Customers’ events

mailto:elaine.silva%40embraer.com.br?subject=




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